Unpacking your rent: what we're doing with your feedback
We're using your feedback to improve the information, support and online services we provide, making it easier to manage your rent and access help when you need it.
Over the summer, we asked you to tell us about your experiences of paying rent and the support you’d find helpful.
A big thank you to the 267 customers who took the time to complete our survey. Your feedback is helping us improve the support and information we provide and make sure it works for you.
You told us that rising living costs and rent increases can be challenging and that you’d like clearer information about your rent, earlier reminders if you start to fall behind, and you want to see improvements to our online services.
You also told us you’d like easier access to financial support and budgeting advice, as well as more flexibility around payments.
Many of you said you’re currently managing your rent well, but would like to know that support is there if your circumstances change.
We’ve listened, and we’re already taking action.
You said: Make it easier to find out about rent support
48% of customers who completed the survey told us they weren’t aware of the rent support we offer.
We’re doing:
We’ve launched a campaign where we’ll be sharing more information about the different ways we can support you. This includes financial and benefits advice, help with managing your outgoings, and support to set up a Rent Support Plan if you’re struggling with your rent.
Look out for more practical information and tips across our channels to help you understand your options and find support when you need it.
You said: Make it easier to set up a Direct Debit
We’re doing:
You can now set up a Direct Debit quickly and easily using our new online form, without needing to call us to arrange it.
You said: Give us earlier reminders
You told us that gentle reminders by email or text would be helpful when your rent is due or if your account starts to fall into arrears.
We’re doing:
We’re currently looking at how our systems could allow us to introduce these reminders, similar to the reminders you receive for repair appointments. We’ll share more information as this work progresses.
You said: Help us understand our rent account
We’re doing:
We’ll be sharing more straightforward information to help you understand your rent account, including your charges and what happens if your account falls into arrears.
And remember, you don’t have to work it all out on your own. If you have questions about your rent account or need some extra support, our team is here to help.
You said: Improve the online customer portal
You told us you’d like the online portal to be easier to use, including making it simpler to understand your payment history.
We’re doing:
We’ve planned in improvements to the online portal, with changes due to launch in spring 2027.
We’ll keep you updated as we progress with these actions.
Let's unpack your rent
Paying your rent doesn’t need to be complicated. Everyone’s circumstances are different, which is why there are several ways you can pay and support is available if you need it.
Whether you want a payment method that works better with your weekly or monthly budget, need help understanding your rent account, or are worried about falling behind, we’re here to help.
Ways to pay your rent
- Online customer portal - You can make card payments through our online portal, check how much you owe and see whether your account is in credit.
- Direct Debit - You can set up a Direct Debit quickly and easily using our online Direct Debit form.
- Automated Payment Line - You can make a payment using your bank card by calling 0330 041 5530. You’ll need your 19-digit rent payment number, which you can find on your rent card, rent statement or online customer account.
If you’d like help with any of these payment options, call our friendly team on 0330 355 1000, speak to your Neighbourhood Officer or fill in our Contact Us form.
Worried about your rent? We’re here to help
If you’re finding it difficult to keep on top of your rent, please don’t feel you have to deal with it alone. Getting in touch early means we can talk through your circumstances and the support available.
Our Rent Support Plan is designed to help make your rent payments more manageable if things are difficult financially.
We’ll work with you to put together a weekly or monthly payment plan to help you manage your rent and any arrears.
Our Financial Inclusion team is here to help if you’re worried about money.
The team offers confidential advice and support through appointments, which can take place face-to-face at our Neighbourhood Hubs or over the phone.
How do I get support?
Call us on 0330 355 1000 or complete our Contact Us form. A member of our Financial Inclusion team will be in touch within 48 hours of receiving your contact.
